Conducting the Reference Interview by unknow

Author:unknow
Language: eng
Format: epub
Tags: LAN025010 Language Arts & Disciplines / Library & Information Science / Administration & Management
Publisher: American Library Association

In short, the interview skills described in this book should be adapted and used with care, not bypassed altogether. For example, the skills of acknowledgment or restatement (2.4.3), which involve repeating or paraphrasing what the user has said, require tact in legal and CHI interviews. A person who whispers his question to the librarian does not want, “You were arrested?” or “Sex education?” broadcast to nearby staff and library visitors. But none of this means that librarians should show their sensitivity to users’ privacy by using the “health/law books are over there” dodge. Put users in the driver’s seat by asking what kind of help they want. (See 3.2.3 on using sense-making questions with sensitive topics.)

Check out the following stages and skills that are needed for consumer health, medical, and legal questions. They resemble the standard reference interview, but with a difference.

1. Establish a good communication climate: Demonstrate positive body language such as initial eye contact, smiling, and possibly nodding to reassure and encourage the user (2.4.2).

Use encouragers (2.4.4) such as “Mm-hmm,” “I see,” or “and then?” in a supportive tone, and listen (2.4.5). Don’t interrupt unless the conversation gets completely off-track.

Assure users that they are not alone: “A lot of people ask us about that type of thing.”

Use reflection of feeling carefully. “So that’s really worrying you” or “You sound pretty upset about this” may help establish rapport, but equally it might trigger an emotional meltdown.

Use your intuition and experience to guide you in these situations. Sometimes a simple statement said in a calm, friendly voice (e.g., “I’m here to help you find some useful information”) can go a long way to reassuring the user.

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